focus

Emotional versus functional customer experience: what do your customers want?

7 Jul , 2016
Geschreven door: Zanna

Many a document has been written in recent years on how customers can be made so happy that they will sing your praises. Virtually all these visions are based on the emotional experience which makes the difference. Matthew Dixon and others have already suggested an alternative perspective, with their account of the importance of convenience […]

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What purpose does customer experience management really serve?

12 Oct , 2015
Geschreven door: Zanna

Back in 1989, my hero Frederick F. Reichheld was busy proving that loyal customers and loyal employees can be translated into cold hard dollars. He not only considered research in which customers simply indicated their intention to be loyal, but also showed that organizations who focus on loyal customers and loyal employees demonstrate enormous differences […]

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Customer signals management as it was once intended

8 Jun , 2015
Geschreven door: Zanna

It’s now been eight years since I initiated customer signals management, and it’s awesome to see it implemented by many large organizations. And that there are even vacancies advertised for customer signals management. But those same organizations almost all struggle to get customer signals management successfully off the ground. This blog explains my vision on […]

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